Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,868 total complaints in the last 3 years.
1,269 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/02/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 22, 2025. I order a ******* Galaxy S25 through the ******* website, financed through my then carrier ******** for $799.99. order number SA368452596. On February 2, 2025, I decided to return the device, I dropped it off at the local ***** drop point and it was picked up and brought to the ***** warehouse on February 3, 2025. tracking number ************ since then, there has been no movement on the package, and it has been deemed lost in transit by all parties involved ********** *******, *****)both ******** and ******* have very clear policies on what happens if a return is lost in transit, which is after 10 days the order is cancelled and *********** has been well in excess of 120 days, since I have been trying between ********, ******* and ***** to resolve this issue, but I keep getting pushed around with no ************** I am being told by ******** I am liable for the device, even though it was returned and it goes against their rewritten policy.While ******* refuses to do anything to help.any help to get this situation resolved would be greatly appreciated.
Business Response
Date: 06/12/2025
June 12, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: Your File Number: 23408223

To Whom It May Concern:

******************(T-Mobile) is in receipt of your correspondence dated June 2, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a lost handset and associated charges.

Upon review of the account,T-Mobile records confirm the customer entered an Equipment Installment Plan (EIP) for a new handset via the ******* website, where they agreed to a series of 24 installments. Our office confirmed per the tracking information that the package has not been delivered to the customer.

As of the date of this letter, our office has been in contact with the customer and is currently working towards an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

******************

******** *********
Executive Response
Customer Answer
Date: 06/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:06/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
03/10/25 Transaction Date Purchased a new phone $929.99 Sales **** stated to me my old phone was good for a ****** promotion and would be credited to my account. ( Never did he say it was based on the quality of phone once it was checked by T-Mobile. My phone was looked at by two T-Mobile ***** in the store in ********* )Phone was mailed to T-Mobile 04/02 Received notice they had found an issue with my old phone They stated I had two options to except the new promotion rate of $89.00 or return my phone back to **** elected to have my phone returned back to me . ( I have proof)Now the bait and switch starts Never receive my phone!!!04-07 - My first attempt to contact customer service for a total of a 28 minutes conversation.Response: They see where my screen was cracked and I was offered $89.00 and I declined the offer and they will look into where my phone is.4-16 - 2nd attempt - 42 minute attempt , the customer *** states my phone is lost and if they can't find it they have to pay me the original $****** commitment ******- 3rd Attempt - I go down to the T-Mobile store.The Mgr. *** states to me there is absolutely nothing they could do. Whatever customer services they must abide by.The employee "Junior" calls customer services and we are both told I will never get my phone back. " They don't mail phones back."I go back and forth with her and request to speak with a supervisor.Connects me with " ******" out the Birmingham Ala. office.She states that since I have proof that they are to return my phone they will do so. She states my phone is not lost only in the warehouse. She will call me within 48 hours with a shipping ******* of 06/01 there has been no phone call.I have copies of all documentation :I just want them to honor what that told me. This is STEALING! I either want my ORIGINAL phone back and/or the $****** promotion ( I marked my old Phone)** There are numerous complaints on line about them doing these to many customers.
Business Response
Date: 06/11/2025
June 11, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re:Your File Number: 23405068

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated June 1, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a handset trade in promotion.

T-Mobile records reflect that in March of 2025 the customer purchased a handset through our Equipment Installment Plan (***). The customer agreed to a series of 24 monthly installments. A down payment was not required, and payment was remitted for the applicable tax on the full price of the handset.

At the time of purchase the customer intended to take advantage of our Apple Trade in promotion, which provides eligible customers with a monthly recurring device credit applied towards the *** monthly installments. Please note that the promotion requires an eligible handset trade in in to have a Screen & LCD display in good condition without damage, no physical or liquid damage and device can power on. Additional minor physical damage is typically accepted, provided it does not significantly impact the devices functionality.

The customer was notified that the trade in handset did not meet eligibility for the full Apple Trade in payout and was offered an alternative promotional rate than what the customer had initially anticipated. Due to the unexpected damage to the equipment, the customer was provided the option to accept the updated offer, or have the device returned. The customer requested the trade in handset be returned. Unfortunately, the device return was not completed.

T-Mobile confirmed the promotional discount had been added . The following handset purchase did not qualify for a trade in promotional discount, since the original trade-in equipment was associated with the first order.

On June 6, 2025, our office contacted the customer and advised that we have issued a one-time courtesy credit applied directly to the remaining *** balance in the amount the customer had requested. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

******************

***** *****
Executive Response
Initial Complaint
Date:05/31/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Two years ago (May 2023) I started a $10/month plan for cellular service on my iPad mini with T-Mobile. I put $300 into my account. In May of 2024 my account was unexpectedly canceled without notice because I had not made a payment in over a year, despite the fact that there was still $180 in my account. And because the account expired, the remaining $180 was forfeited. At the time I deposited the $300 I was not told that the account would expire in a year. It made no sense for me to put $300 into the account under those circumstances. After multiple phone calls over several days my T-Mobile account was re-instated and the money restored to my account and my new expiration was set to May 29, 2025. I was told ******** had notified me of the pending expiration via text messages. I told them to change my account information to indicate all notifications were to be sent via email since my iPad did not receive their text *********** happened again this year. I received no notification that the account was about to expire. I received an email today (May 30) that the account was canceled. When I called to have the situation corrected I was told it was not possible, and my remaining $60 would not be reinstated. They said they had sent me a text message on May 25 that the account was about to expire. But I had asked last year that they only use email to notify me because my iPad cannot receive their texts. Despite their failure to notify me per my instructions, they are unwilling to reinstate the $60 into my account. They are also not willing to accept responsibility for the fact that there was more money in the account than I would be able to use due to their failure to inform me of their expiration policy in May 2023.
Business Response
Date: 06/12/2025
June 12, 2025

FILED ELECTRONICALLY

Better Business Bureau
*******************************************************************************

Re: File Number: 23400686

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated May 30, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to the expiration of their refill balance for their prepaid account.

After a thorough review T-Mobile confirmed that the customer activated prepaid services and applied a large refill amount towards the account, leaving a credit balance on the account. It is important to note, refills applied to prepaid accounts may expire after 365 days if an additional refill is not remitted to the account. T-Mobile notifies customers via text message when accounts have a low balance, or when a refill is about to expire.

Our office contacted the customer on June 3, 2025, and addressed their concerns. We are pleased to report we were able to reach an amicable resolution with our customer. Additionally, we provided them with our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

******************

******** ********
Executive Response
Customer Answer
Date: 06/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:05/31/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For the past 2 months my monthly phone has went up without any warning or explanation. I would like to know how thats possible?
Business Response
Date: 06/11/2025

June 11, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re:Your File Number: 23400684

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated June 2, 2025, regarding the account referenced in the above-mentioned file number.

As costs and inflation continue to rise, in 2024 and 2025, T-Mobile made small adjustments to the pricing of some of its older rate plans for the first time in nearly a decade. On May 22, 2024, T-Mobile notified certain customers enrolled in older rate plans that their plans monthly recurring charge would increase as of their June or July 2024 billing statements. On March 13, 2025, T-Mobile began notifying a separate group of customers enrolled in older rate plans that their plans monthly recurring charge will increase as of their April or May 2025 billing statement. It is important to note that any lines impacted by a monthly rate increase in 2024 that remain on the same rate plan will not see another increase in 2025.

T-Mobile notified all impacted customers, by way of text message, email, and/or direct mail, about the rate increase and how the increase specifically impacts their account, including how much their current rate plan will increase, when to expect the increase, and where they can find more information. In most cases, the rate increase is $5.00 per line. All plan services, benefits, and due dates will remain the same. If any customer is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact ************* or visit *****************************************.

T-Mobiles long-standing commitment to offering low prices and the best value in wireless will never change. While making any adjustments to plan pricing is difficult, these updates will help us continue offering tremendous value for customers, as well as providing the experiences T-Mobile customers have come to love from us, well into the future.

Regarding these updates, we are aware some customers have inquired about Un-contract and T-Mobiles Price Lock and the difference between the two. First, it is important to note that whether a customer qualifies for Un-contract or Price Lock depends on when the customer activated their account and/or enrolled their already-existing account in a qualifying rate plan. Customers who activated their account before April 28, 2022, are not eligible for Price Lock, as T-Mobile did not begin offering Price Lock until April 28, 2022. Customers with Price Lock were not impacted by the recent rate increases. For more information on Price Lock, please visit our website at *****************************************************************.

Before Price Lock was offered, T-Mobile offered Un-contract. In particular, on January 5, 2017, T-Mobile began offering Un-contract, in which T-Mobile promised that if it ever raised the monthly recurring charge for a covered plan, customers who chose to leave T-Mobile as a result could have T-Mobile reimburse their last months service charge. That Un-contract promise applies to all customers who activated an account on a qualifying rate plan and/or enrolled in a qualifying rate plan between January 5, 2017, and April 27, 2022. Consistent with T-Mobiles Un-contract promise, any such customers impacted by the rate increase can request to have their final months qualifying service charge reimbursed if they choose to cancel service as a result of the increase. Customers simply need to cancel service and request reimbursement within 60 days of the price increase.

Here, our records show that this customer activated their account outside of the Price Lock period. As such, their account is not protected by Price Lock given their account activation date preceded the introduction of Price Lock. Their account, however, is currently eligible for T-Mobiles Un-contract promise. Therefore, our customer may request to have their final months recurring charge reimbursed, should they opt to leave T-Mobile because of the rate increase. The customer just needs to let us know within 60 days of the increase. If they wish to stay with T-Mobile, the account will remain active on their current T-Mobile rate plan.

Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. For additional concerns, please contact T-Mobile at ************.

Very truly yours,

******************

***** *****
Executive Response

Customer Answer
Date: 06/16/2025

Complaint: 23400684

I am rejecting this response because: One I never received the text message advising of a price increase. Second I was originally with Sprint not ******** when ******** bought Sprint. So I like to know how I was supposed to opt into the program your suggested when it wasnt never available to me as a Sprint customer?

Sincerely,

***** *******
Business Response
Date: 06/23/2025
June 23, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: ***** *******
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated June 18, 2025, regarding the above-referenced account.

T-Mobile regrets any concerns ***** ******* has experienced regarding their monthly bill increase, and we appreciate the opportunity to respond.

Our records show that ***** Rayfords account was activated on February 17, 2014, with Sprint and was migrated to T-Mobile on April 14, 2023, via our Magenta Complete process. The Magenta Complete process was an automated process that moved eligible customers from the ********************** billing system to the T-Mobile billing system. The Magenta Complete process also moved eligible customers from a ********************** rate plan to a T-Mobile rate plan that was similar to the customers rate plan under the ********************** billing system. Any offers and promotions that customers redeemed with ********************** also moved over to the T-Mobile billing system as part of the Magenta Complete process.

At the time of migration, ***** Rayfords Sprint rate plan was moved to our T-Mobile ***************** with Taxes & Fees Included rate plan. Their account currently has two voice lines of service subscribed to that rate plan for $113.00 per month, including applicable taxes and fees.

In their rebuttal, **** ******* claims they were not notified about a price increase. However, T-Mobile records indicate **** ******* was notified about the price increase via text on March 13, 2025.

And, although ***** ******* claims they were not able to opt into the Un-contract program when they transitioned from Sprint to T-Mobile, our records confirm ***** ******* is able to take advantage of our Un-contract promise, which is a promise T-Mobile made to customers between January 5, 2017 and April 27, 2022 that if T-Mobile raised prices and a customer decides to leave T-Mobile as a result, T-Mobile will pay the customers final months recurring service charge as long as the customer notifies T-Mobile of this decision within 60 days of the price increase.

Therefore, should ***** ******* decide to leave T-Mobile due to the price increase, T-Mobile will pay their final months recurring service charge as long as ***** ******* notifies T-Mobile of this decision within 60 days of the price increase. If ***** ******* wishes to stay with T-Mobile, their account will remain active on their T-Mobile ***************** with Taxes & Fees Included rate plan, with the new monthly recurring charge of $113.00 per month.

On June 20, 2025, our office contacted ***** ******* to discuss their concerns, and the information set out above. To amicably resolve ***** Rayfords concerns, T-Mobile offered them a $10.00 account credit per month for the next 6 months. ***** ******* will review the offer and follow up with our office directly within one week should they wish to accept the offer. We regret any inconvenience to ***** *******.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

******************

**** ******
Executive Response
Customer Answer
Date: 06/29/2025

Complaint: 23400684

I am rejecting this response because: I spoke to a *** on June 20th. He advised me that he would call me June 26th to finalize everything. I have not heard from him yet. I would like to keep to open until they finalize what they said they would do!

Sincerely,

***** *******
Business Response
Date: 07/08/2025

July 8, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re:***** *******
Your File No. ********
T-Mobile Account No. *********

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated July 3, 2025, regarding the above-referenced account.

T-Mobile regrets any ongoing concerns ***** ******* may have experienced with their account.
Our records indicate that on June 20, 2025, our office contacted ***** ******* to discuss their concerns and to discuss a proposed resolution. ***** ******* agreed to consider the offer. On June 30, 2025, our office reached out to ***** *******, who accepted the proposed resolution as satisfaction to their concerns. The resolution was put into place on that day. Further, our office contacted ***** ******* on July 7, 2025, to discuss the above conversations. During said conversation, ***** ******* expressed their concern over how T-Mobile handles the collection process. We agreed to provide their feedback to the appropriate department. T-Mobile regrets any inconvenience to ***** *******.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

******************

******** ********
Executive Response

Customer Answer
Date: 07/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:05/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wanted to upgrade my phone so I went into the T-Mobile store. They said I wouldnt be able to do it unless it went through the app due to the type of plan I had. I submitted the order via the app and used in store pick up at that location. The sales *** was helping me set the phone up and while he was putting on the screen protector on the *** noticed the screen was cracked out of the box. The manager said I would have to send it back and wait for the refund and they would have to charge me again to set up a ***lacement. I said this was unacceptable and proceeded to cancel to upgrade and ask for a refund. They said they werent able to and were in the back trying to come up with a solution. The manager asked to see my t life app and proceeded to process to return from my phone so it looked like I did it. He didnt tell me what he was doing and in hindsight it was dumb of me to just hand it over. Then I was informed after aff of the I would only be getting ***** of the ****** I was charged for taxes on the phone because I was being charged a ***** dollar restocking fee for a device that never touched my hands. The manager at the store gave me a ****** dollar credit on my next bill but this is like a company rewarding itself for stealing. I call customer service twice before making this complaint. One ***. ****** 20 min of my time because I found out from the next one I spoke with that no notes or escalation that had been promised were even initiated. This agent gave me another credit towards the bill but I dont think this is acceptable. Id rather they take back their credits and give me the ***** dollars they stole from me to make me whole. At this point with interest would be appropriate because they have admitted on the phone that this isnt right but there is nothing they can do.
Business Response
Date: 06/10/2025
June 10, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re:Your File Number: 23399873

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 30, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to the return of an equipment purchase.

T-Mobile records reflect that our customers handset was damaged upon receipt. Our customer immediately attempted to return their handset, however due to a system error, we were unable to process the handset return in store. As such, our retail store helped our customer initiate a return to be able to get a refund for their handset. It is important to note T-Mobile does not assess a restocking fee for returns when a handset is received by a customer and it is damaged or defective. However, both our retail store and our ************* have applied credits to the account as a gesture of goodwill.

T-Mobile contacted the customer on June 3, 2025, we thanked them for their feedback regarding their experience and initiated a refund for part of the credit that was applied to our customers account. We also offered to place an order for our customer, however, our customer declined at this time.

Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

******************

**** *******
Executive Response
Initial Complaint
Date:05/30/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had the T-Mobile internet for about 1yr. We'll it came time i had to move, so I called customer service told them I am moving and no longer needed the service and id like to pay bill in full and disconnect my services. He said ok but right away went on a sales pitch and tried talking me into hibernating my service and that it'd only cost $10 a month until I got to new location and tested to see if i was able to get a signal to the internet box and if not cancel then, well i reluctantly agreed just to get off the phone because the *** was not going to disconnect and keep pushing . 2 months go by paying $10. Got to new location had no signal called back and explained to the new CSR what me and the previous CSR had set up, kinda surprised none of this was keept on file on there end and feel like I shouldn't have had to explain but anyhow, this new person was smart and snobby and demanded I pay $300+ acting like she had no record of the agreement with 1st guy and that I was lying and being pretty disrespectful and ignorant and just keept asking to send me return address for equipment just said send me the return address for the equipment and I'll pay then so argued some more never got no address to return the equipment and not even 1 whole mo th after that phone call I got collections showing up on my credit ***ort. And them calling me, I even talked to collection agency explained what was going on but I know they don't care they have there job I get that but still. T-MOBILE is not only a fraud, deceptive, but also manipulative, rude & dishonest and not even care about ruining another person's credit, not only that but to do so in a fraudulent and dishonest way. They need to do whats right to fix this issue and have this collections removed from my credit ***ort. My next step will be to seek council & litigate. From now on I know to record my phone conversations when ot comes to dealing with ******** service at any business.
Business Response
Date: 06/09/2025
June 9, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re:Your File Number: 23399232

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 30, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a non-return fee for a home internet gateway and a cancelled account referred to a third-party collection agency.

T-Mobile records confirm our customer had a T-Mobile Home Internet line of service, and at the time of activation, was provided a T-Mobile Home Internet Gateway device at no cost to them. The T-Mobile Home Internet Gateway device is a T-Mobile owned device and must be returned to T-Mobile upon cancellation of service to avoid a non-return fee.

Our customer recently contacted our ************* and cancelled their T-Mobile Home Internet line of service at the customers request, to be effective at the end of the current billing cycle. Upon cancelation of the service, a prepaid return label will automatically be sent to the customers email address of record to return the T-Mobile Home Internet Gateway device. Please be advised, T-Mobile is unable to provide a prepaid return label until the line of service is canceled. However, the customer has the option to return their T-Mobile Home Internet Gateway device to one of our retail locations. T-Mobile does not have record of the gateway being returned, and as a result a non-return fee was assessed to our customers account. As the account went unpaid it was referred to a third-party collections agency.

Our office contacted the customer on June 3, 2025, and came to an amicable resolution. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

******************

***** ******
Executive Response
Initial Complaint
Date:05/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February, I went to T-Mobile store in ************, ** to upgrade my sons SyncUp watch to the new version, but the watch did not worked properly. It took 10 minutes to locate my son. The volume did not work, wake-up alarm, phone ************ messages did not have sound. The flashlight & the step counter were not *********** week later, we went to the store. The employee did not want to exchange it, instead he reset it. It worked that day. But after, it worked sporadically. Same issues as previously.We went back for a 3rd time to the store. Because it has been more than 14 days, they couldnt exchange it. Instead, they used the warranty & requested a new watch to arrive at the store.Back a 4th time to the store to pick up the watch. It was used & still paired to the previous owner & unable to be unpaired. I asked the store mgr ***** ****** to cancel the SyncUp account. He said that even if I cancel it, I have a contract & I still have to pay the watch in full.I called customer service & the tech explained that this 2nd version came with a lot of problems and people have been complaining, confirmed that for warranty exchange the company sends used watches and that only higher *** can cancel the watch contract, but he will have to create a ticket. He sent me another replacement but to my home and said that he will call me in a few days to check. I have had the watch for a week, used condition & showing an error message saying weak signal, so I'm unable to pair it to my phone. I havent received his phone call yet.I want T-Mobile to break the contract for the watch. I dont want to keep paying for a watch that does not work as promised. ******** is awared of the manufacturing issues and still keep selling them with an unbreakable contract. I want the money back as billing adjustment for the SyncUP plan ($12), the watch ($7.25) and the protection plan ($9) for the months of Feb, Mar, Apr and May. Total $113. I want the contract broken & to return the watch.
Business Response
Date: 06/09/2025

June 9, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re:Your File Number: 23398212

To Whom It May Concern:

*****************. (T-Mobile) is in receipt of your correspondence dated May 30, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to device issue and device return period.

After a thorough review of T-Mobile records reflects that our customer had a preexisting Watch line and took advantage of our Equipment Installment Plan (EIP) with the purchase of SyncUP Kids Watch 2GEN device. Additionally, the customer subscribed to the optional Protection 360 feature.

As of the time of the customers purchase of a new device. T-Mobile provided a 14 day return period which allowed the customer to use the equipment to see if it meets their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.

T-Mobile doesnt not have any record that the customer attempted to return or exchange the device within the 14 days return period. The first record that T-Mobile has alerting us of device issues was on May 13, 2025, and as a result this was when the first Warranty Exchange was processed and a replacement device was shipped to a T-Mobile store.

On June 4, 2025, our office contacted the customer and confirmed the above. ********** and the customer were able to come to an amicably resolution to resolve their concerns. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

******************

********* Jaramillo
Executive Response
Initial Complaint
Date:05/30/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******** has again cheated and embarrassed me and with an issue that has happened no less than 3 times. Their poorly architected and managed T-Life platform that is supposed to reward customers has been nothing less than a curse for me. Rather than rehash previous experiences lets get into this one. 5/22, I went to my local Qdoba to redeem my $5 entre reward. Once there, I placed my order via the mobile app as instructed, however, at checkout, no discount was applied. I asked the cashier if there was a trick and he advised that Qdoba doesnt endorse any 3rd party app. I attempted to place my order 2-3 more time to no avail and was asked to step aside so other customers could pay for their order. I refused and stated I had followed instructions and was entitled to my discounted meal. The cashier then ask if they could place the order on my phone and they concurred, no discount was applied. At that point, they offered me a 30% discount which I declined, At that point, I did step aside and read the instructions again to be quadruple sure no steps were missed. At that point, my meal was no longer hot, I was hungry and it would have been rude to walk out, so I paid. What happened next really cooked me. Later that day, I saw I received an email from T-Mobile advising I had a $5 meal deal and I could redeem it through my email. That was not in the app instructions. Either way, I had already paid full price and despite the email advising I had 3 days left to redeem, I had no intention of returning that soon. ******** owes me $8 and they need to stop making promotion redemption so difficult. These days everyone has an app and a scanner, I should be able to either scan an ID on my T-Mobile app, or load the discount into the business app. Every time this happens, the business has no clue what T-Mobile is doing and T-Mobile has no explanation for why the promotion failed. Either way, I dont like being embarrassed for being a long-time loyal customer.
Business Response
Date: 06/09/2025
June 9, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re:Your File Number: 23396125

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 29, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to issues redeeming a T-Mobile Tuesdays offer.

From May 20, 2025, to May 27, 2025, T-Mobile offered a T-Mobile Tuesdays gift for $5.00 off an entre from *****. With this gift customers could receive a code valid for $5.00 off an entree applied to their Qdoba account. To be eligible for this gift customers must sign up or be a member of Qdoba Rewards to receive the reward; sign up is free via the Qdoba Rewards app or at **************************. The reward was valid for dine-in or carry-out orders placed in-store or on the Qdoba app/website at participating locations.

Upon completing troubleshooting and a thorough review of our customers account we were unable to locate any indications as to what may have prevented our customer from being able to redeem the offer. However, we do show the gift was successfully redeemed on May 23, 2025.

On June 3, 2025, our office contacted our customer and addressed their concerns. ******** was able to reach an amicable resolution with our customer. We regret any inconvenience our customer experienced.

Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

**** Cloud
Executive Response

Customer Answer
Date: 06/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:05/29/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have to file a complaint here because Assurance Wireless makes sure that I can never reach them to express my desire or lack of same in the service that they offer. While I have the qualifying benefits that are required for the service, I applied and saw that I can only expect an endless number of emails sent to me over and over every day, saying: "Your order's been delayed, but hang tight." Meanwhile, I remained with no functioning phone and living in a very risky situation as a disabled senior whose medical problems could easily generate a life-threatening situation and I would have no way to summon help for an emergency. I have found an alternative that is much more reliable and is not keeping me on hold for an indeterminate length of time. For that reason, I wish to cancel my application immediately. I do not want to ****** with my life; perhaps that's a strange statement for an ailing 73-year-old male, but I wish to cancel and I am not backing down from that decision.
Business Response
Date: 06/05/2025

June 5, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re: Your File No. ********

To Whom It May Concern:

Assurance Wireless is a brand operated under ****************** (T-Mobile). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 29, 2025, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining a device that was not received. After a thorough review T-Mobile confirmed that on May 21, 2025, the customer signed up for ********************** service. An account is awaiting to be completed for the customer once they receive the ** Optimus device that was shipped to them for activation. However, the account has not been activated as the customer advised they have not received the ** Optimus device.

We reached out to the customer to advise that they were able to contact the warehouse *** directly for the shipment of their device. However, upon speaking with the customer,they advised that they wanted to cancel the service as they subscribed with a new **************** provider.

To resolve this matter, on June 5, 2025, we canceled the account per the customers request. Furthermore, we provided them our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

METRO BY T-MOBILE

***** *******
Executive Response
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone from ******** located at *************************************************************************, on April 26, 2024. About a month ago, a woman from T-mobile called to inquire about how I was enjoying my service. I said, "fine". She then asked about the 2 smart watches I purchased and if I was happy with them. I told her I never purchased watches, just ONE phone. She told me to hold while she looked into the matter. She came back on and said that there was no activity on either. I said are they charging me, she said yes for the last 16 months at ***** per month. She said that she would have someone call me back. For the last 3 weeks I have been trying to get this matter resolved. Today, I have been hung up on 3 times. Any help in this matter would be appreciated.
Business Response
Date: 06/07/2025
June 7, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re:Your File Number: 23393686

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated May 29, 2025, regarding the account referenced in the above-mentioned file number. Please be advised that our office has attempted to contact the customer which has proven unsuccessful.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to billing.

Our records show that in April 2024, the customer activated service with three voice lines on the Go5G Business plan, one home internet plan and two mobile internet lines. At the time of activation, the customer purchased a handset on our Equipment Installment Plan (EIP) with 24 monthly installments and was approved for a promotional offer with 24 monthly Recurring Devic Credits (RDC). In May 2024, the customer cancelled the home internet line.

In May 2025, our **************** team reviewed the account and was not able to substantiate fraud. In May 2025, the customer contacted ******** several times regarding billing and was advised that the charges for the mobile internet lines were valid and owed. Please be advised within ********* Terms and Conditions, customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. As such, ******** confirms that the charges are valid and owed.

We would like the opportunity to discuss this matter with our customer. We provided them with our contact information within our contact attempts should they wish to discuss this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

******************

***** Lopez
Executive Response

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